Skip to main content

Help us improve the Digital Marketplace - send your feedback

Digital Space Cloud Services Limited

Digital Space 8x8 Unified Communications

X-Series provides UCaaS, CCaaS and CPaaS services from VOIP telephony (X1), through text, voice and video media support up-to full contact centre (X8). 8x8’s omnichannel contact centre includes speech analytics, AI, skills-based routing, Intelligent IVR, predictive campaign dialler, dashboards, customisable wallboards, quality management and media recording with open API integration.


  • UC accessible via desktop application, mobile app, online dashboard
  • Unified messaging via email, web/ online chat, Instant Messaging (IM)
  • Collaboration via online meetings, video chat/ video calls/ video conferencing
  • Interoperability (Google, Office 365, Salesforce, Skype for Business, MS Teams)
  • Plugins: Presence, caller ID database match, click-to-dial from application/ web
  • Call recording, call screening, call waiting. Full customer administration suite
  • Auto attendant for customisable automated call connect, transfers, queues, greetings
  • Cloud PBX: telephony with direct dial extension for every user
  • Collaboration: conference call, private internal and external chat groups
  • Unified voicemail management, voicemail-to-email and in-app voicemail


  • Experience Communications: enables digital transformation; agile, flexible working, and homeworking
  • Distributed workforces can remotely work as one unified organisation
  • Fosters cultural change: seamless user-controlled movement between phones and softphones
  • Unified Communications: external solutions collaborate as one unified chat room
  • Collaboration: rapidly conference with colleagues; secure data sharing/ file sharing
  • Reduced cost of support and maintenance via lower management overheads
  • Switch between devices, even during calls. Simple and intuitive
  • Reduces costs and complexity, providing excellent value for money
  • Deploy Unified Communications via the web for national connectivity
  • 8x8 has specialist vertical market Unified Communications teams


£4 to £130 a licence a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

6 4 1 6 2 6 9 8 6 1 8 2 1 5 7


Digital Space Cloud Services Limited Gary Beddow
Telephone: 0333 220 0222

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
8x8 performs planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
System requirements
  • Personal computer, MacBook or web browser-enabled device
  • A high-speed connection to the Internet IP telephone device
  • Mobile access – download free app; iOS and Android only

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support response times

8x8’s UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues. Core business hours for the Customer and Technical Support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK in order to maintain this service level."
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Onsite support
Support levels
Support available to third parties

Onboarding and offboarding

Getting started
On-boarding training information is made as easily available as possible via our online UK Academy Portal enabling user to become quickly accustomed to using the service features to their maximum user benefit. Training materials are also provided as part of initial deployment of the service and customers are provided with the option to purchase Adoption Kits. These can be co-branded as desired and retained for future repeat use by the customer. Off-boarding is a managed process via the 8x8 Customer Support team.
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Within 24 hours of the expiry of the Contract, data is automatically deleted from 8x8 systems. Customers must utilise the built-in product features which provide data exports, or utlise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
End-of-contract process
All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the 8x8 Cloud before expiry utilising the built in tools and APIs of the 8x8 products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
"Mobile accessibility via a download free app; iOS and Android only.
The application is consistent therefore, looks and works in the same way for the mobile device as the desktop service."
Service interface
User support accessibility
None or don’t know
What users can and can't do using the API
8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
API documentation
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your 8x8 system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.


Independence of resources
Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The 8x8 Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing.


Service usage metrics
Metrics types
A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
A number of online tools exist in the 8x8 applications, as well as low level access to data stores through the APIs.
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. 8x8 enables the delivery of a consistent and reliable end user experience due to a highly available architecture supported by a platform-wide uptime SLA of 99.999%. 8x8’s records and data are basis for all service availability calculations and determinations. 8x8 use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of 8x8’s Customer Support channels. To receive Service Credits, the Customer must notify 8x8 within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the 8x8 invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
Approach to resilience
A dedicated Architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
Outage reporting
The 8x8 NOC provide management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

User authentication needed
User authentication
Other user authentication
The 8x8 services is accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
Access restrictions in management interfaces and support channels
All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Software development, Infrastructure Operations, Product Management, HR and all offices outside Aylesbury in the UK are not covered by our ISO 27001 certification.
ISO 28000:2007 certification
CSA STAR certification
CSA STAR accreditation date
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
PCI certification
Who accredited the PCI DSS certification
PCI-DSS SAQ-D Solution Provider QSA Signed AOC
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Digital hold ISO 9001 Quality Management Standard."Other security governance standards
8x8 is certified FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC. 8x8 is also HIPAA certified (for health information). In the UK, 8x8 additionally has ISO27001 certification and PCI-SAQ-D."
Information security policies and processes
The 8x8 SIEM team, who report into the Global Information Security and Compliance Manager,, manage the proactive monitoring of information risk bulletins from both government and commercial security organisations, and reactive monitoring of 8x8 systems for security events. This team manage any actions required to be performed by Engineering or Operations teams.

internal audits by dedicated auditing staff monitor for compliance to all standards 8x8 are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team.

8x8's SDLC described policies and processes to ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed, including automated testing in 8x8's CI/CD - Continuous Integration/Deployment systems.

8x8 practices secure coding, with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with various code SAST scans including Coverity, Rapid7, Carbon Black, Burp Suite Enterprise, Qualys and others which are operated throughout systems on a continuous basis. Manual / automated Pen Testing is performed on final packages before being released into production.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
All 8x8 production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
" The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on 8x8 systems is treated as Sensitive, any suspected data loss is treated as a loss of ""sensitive"" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented."
Incident management type
Supplier-defined controls
Incident management approach
"The 8x8 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The 8x8 Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report. "

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

We monitor and publish our carbon emissions annually and have committed, via the Science Based Targets Initiative, to reduce them by 42% by 2030 against 2020 levels. We hold ISO14001 and have a Corporate Social Responsibility group that meets monthly to design and deliver improvement projects including improvements to the energy efficiency of our data centres. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE).

We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners.

We gained a bronze award in 2022 from EcoVadis for being in the top 50% of the companies for whom they track Corporate Social Responsibility.
Tackling economic inequality

Tackling economic inequality

Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business.

More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom.
We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge.
Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.
Equal opportunity

Equal opportunity

Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working” reflect that.
The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur.

Digital Space supports the Equality Act 2010, where “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase.
That means every employee at Digital Space should have:
• An equal chance to apply and be selected for posts pre-employment
• An equal chance to be trained, developed, and promoted whilst employed with the company
• An equal chance to have their employment terminated equally and fairly
Employees have the right to:
• Fair practices and behaviour in the workplace
• Fair allocations of workload
• A workplace that is free from unlawful discrimination, harassment or bullying
• Merit based selection process for recruitment and promotion
• Fair processes to deal with work-related complaints and grievances

We have completed the government's Modern Slavery Assessment Tool and are working to educate our staff so that they are more aware of potential issues.


Digital Space provides a number of facilities for its staff to encourage a healthy work environment. Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health.

The company's objectives are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms.

We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're being treated and how this could be improved on a weekly basis.


£4 to £130 a licence a month
Discount for educational organisations
Free trial available
Description of free trial
8x8 is able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.
Link to free trial

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.